International Shipping & Returns
What countries do you ship internationally to?
We currently ship internationally to the following countries:
Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, China, Colombia, Costa Rica, Croatia, Czech Republic, Denmark, Dominican Republic, Ecuador, Estonia. Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Panama, Poland, Portugal, Puerto Rico, Republic of Cyprus, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, United Arab Emirates, United Kingdom, and Uruguay.
*Please note that all sizing on the website are in US sizes.*
Our sizing chart can be found on every products page as a tab labeled as “Size Chart”. If you are still having questions, you may also contact our customer service team at firstname.lastname@example.org or call +1-888-524-3623
What products can I purchase?
All full-price non sale items are available to purchase and ship internationally. We do not offer items on sale for international shipping at this time.
Do you offer tailoring?
We do not offer our complimentary Hemster tailoring to any international orders.
What shipping options are available for international orders?
All orders are shipped via DHL express at the time the order was placed.
How long does it take for an order to process?
Your L’AGENCE orders placed before 1:00 pm PST will generally be shipped out within 48 hours or the next business day. Please note that “Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until Monday, the next business day. Although most orders are shipped the next day, please take weekends and holidays into account when considering the shipping date. Shipping times can vary based on shipping method chosen and delivery location.
Does L'AGENCE ship to PO Boxes or APO/Addresses?
For security reasons, unfortunately we do not currently ship to P.O. boxes or APO/FPO addresses.
How do I know my order is secure?
L’AGENCE utilizes Secure Socket Layer (SSL) encryption for every transaction in order to ensure that your order is secure. SSL encrypts both transmissions from our ecommerce servers as well as your computer. SSL encryption creates a matched pair between the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
What happens if my shipment is refused/cannot be delivered?
Shipped items that are either refused or cannot be delivered by the carrier will be returned to L'AGENCE. and you will be credited for the product cost and tax less a return fee.
Should you still desire your order, you will need to place a new order and will be responsible for any associated shipping charges unless the item is an exchange within 21 days of purchase.
How can I track my order?
For all shipped orders, an email will be sent to you with a tracking number.
How can I cancel my order?
To cancel a recently placed order, please contact our Customer Service as soon as possible. L’AGENCE will make every effort to accommodate the request, however, because our system is designed to fulfill orders very quickly, we cannot cancel or change an order once it has been marked "shipped”.
How do I know currency and pricing is accurate to my country?
Pricing is determined by Global E and is accurate to your countries’ local currency.
When will my credit card be charged?
Payments are processed pending credit card verification submitted during checkout. When your payment has been accepted, you will be emailed an Order Confirmation. Payment methods and billing information cannot be changed after an order is placed. Please note that orders will be billed in full at the point of purchase, regardless of stock availability/pre-order status.
You may be contacted for additional verification in the normal course of fraud review.
How much will the duties and taxes on my order be and how are they calculated?
For orders going to the United Kingdom, European Union, Mexico, Australia and New Zealand, all prices shown are inclusive of import duties and taxes.
For all other countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid).
Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.
Will there be any additional shipping fees besides the duties and taxes?
Yes, some orders will require a shipping fee if your order value is less than $550 USD. The shipping fee will be determined at the time of checkout in your local currency.
Can I Purchase a Gift Card?
Purchases of E-Gift Cards are not currently supported for international customers. If you previously purchased or received an E-Gift Card that you would like to redeem, please contact customer service.
Do you accept international returns?
L’AGENCE will accept returns for items purchased on the lagence.com store within 14 days of the delivery date.
All returns must meet the following criteria: unworn, unwashed, all tags must be attached, any accessories must be included, no perfume or other scents, no human or animal hair, no rips or tears, no visible signs of wear. All original packaging and hangers must also be included in the return.
Returns received after 14 days from delivery date will not be accepted and returned to the sender.
Please note that shipping charges are non-refundable unless the product was damaged or the incorrect item was shipped.
How do I ship my international return?
You can submit your international return through our Global-E returns portal by going to Start a Return and then clicking for International returns or by clicking here directly.
Will I be charged for an international return?
Yes you will be charged for a pre-paid express return.
Visit our international returns portal to initiate a return. A pre-paid returns label will be emailed to you. Please note, the returns label expires within 14 days of issue if unused. Once you receive your returns label, book a collection or visit your nearest DHL drop off point to send your items back to us.
Pre-paid returns are subject to a return shipping fee which will be deducted from your refund. Please consult the international shipping & returns table above for information about country-specific returns fees.
Do you offer international exchanges?
At this time, we do not offer exchanges for international orders. In order to exchange any item for a different size, you will need to create an international return, return the item, and create a new order.
How long does it take to issue a refund?
Once a return arrives at our warehouse it can take us up to 10 business days to receive, inspect and process. Please note that refunds can take up to 15-30 business days to show on your account due to varying processing times between payment providers. You will be refunded for the value of your returned item minus a return shipping fee in the original form of payment. Any duties and taxes paid separately are nonrefundable.
What is Global - E?
Global-e is a cross-border solution that offers a customized checkout experience, including region-specific currency and shipping options, for international customers. When you are ready to checkout, you will be brought to a Global-e portal to process your payment.
How can I contact L'AGENCE?
Our Customer Service hours are 8am – 4pm PST Monday – Friday except on major U.S. holidays.
Any messages left outside of the Customer Service hours noted above will be returned on the next standard business day.